BRITISH BUTLERS AND BEYOND

WHAT INDUSTRY EXPERTS SAY: Mr. Ferry has produced a handbook for training Hotel Butlers that can be used in a wide variety of hospitality venues, from large properties with numerous suites served by butlers to smaller boutique resorts and spas offering butler service in very intimate settings. The objective of this manual in all of these situations is to train and promote great service and inspire butlers to wow guests with attitude, skills and focus as though they were being served in their own homes. First there is the discussion of butlers in a historical context and their evolution from servants to professionals over the years. The hotel butler is in a different role than the single family butler because multiple guests replace the single employer as the central focus of service. The purpose of the butler remains the same, however: "to smooth the lives of those whom he or she serves." Understanding this role is key, and Mr. Ferry only then moves on to the skills that enable hotel butlers to execute their mission with efficiency. Skills involved include how to handle many of the more common situations that arise in terms of etiquette, and navigating the "sticky wickets" or complicated situations that often arise. Then there is an excellent discussion of some of the systems that can be used by butlers to communicate effectively­the white board, the passport, the radio systems and protocols. Packing and unpacking, shoe care, laundry, setting the table and serving a proper English tea are but some of the many details of the butler trade that are covered in expert fashion. The book ends up with a wide range of checklists. These are wonderful templates that are ready to be customized to the particular hospitality location. Guestroom readiness checklists, lists for organizing a dinner party and a guest record form are just a few of the great organizing tools that Mr. Ferry has provided. Hotel Butlers, The Great Service Differentiators is a clear guide to explaining hotel butler service and how it can be performed to a high standard by motivated professionals. Mr. Werner Leutert, President, The International Institute of Modern Butlers and Household Managers